Transfer Agency – Senior Administrator

  • Negotiable
  • Full Time
  • Anywhere

Transfer Agent Senior Administrator with Italian, French or German

Investor Contact Centre /Shareholder Services                                                                                                    

PURPOSE

The successful candidate will be responsible for delivering a high quality service to this company’s Dublin Shareholder Services clients.   The administrator will be expected to handle a high volume of queries and will be expected to respond accurately and timely and within agreed SLA’s (Service Level Agreements). 

PRIMARY RESPONSIBILITIES

OPERATIONS

  • Answer standard and ad-hoc Investor and distributor queries as requested
  • Answer the telephone in a professional and knowledgable manner ensuring excellent investor experience.
  • Generate standard and ad-hoc Client and Regulatory reporting as requested.
  • Assist other team members with the documentation receipt process, as requested.
  • Liaise with other SHS teams to ensure a timely resolution to queries /requests
  • Ensure procedures and checklists are updated and adhered to.
  • Participate in any projects assigned.
  • Actively participate in team workshops and weekly meetings.

 

QUALITY CUSTOMER SERVICE

  • Provide high quality customer experience by responding promptly and accurately to all enquiries received by the team in accordance with agreed Service Level Standards and/or as assigned by the Supervisor or Manager.
  • Advise Manager of all issues, ensuring closure of same and suggest resolution where possible.
  • Ensure all queries are managed through CRM application in a timely manner

 

TEAMWORK / EFFICIENCY

  • Participate in cross-training for developmental and back-up purposes.
  • Support and assist other team members during high volumes and staff shortages.
  • Ensure that recurring client issues are noted and advised to manager.
  • Demonstrate strong awareness and acceptance of deliverables by offering assistance and/or sharing of knowledge.

              

AUTHORITIES, IMPACT, RISK     

  • Adherence to agreed deadlines, accuracy of processing and interpretation of investor requests and instructions.
  • Key point of contact for Investors and Distributors.
  • Position is key to ensuring efficient workflow within the group

              

 

EXPERIENCE REQUIRED

Essential

  • Some experience in a Shareholder Services or similar environment, with customer servicing experience
  • Some experience in liaising with Investors, Distributors and Clients on SHS matters would be advantageous.
  • Good knowledge of the Funds Industry.
  • Proficiency in French, Italian or German.

 

Not Essential but preferred

  • Experience in call centre environment of a Transfer Agency or financial services industry in an operations environment.

COMPETENCIES

Technical

  • Some experience in a Shareholder Services or similar environment.
  • Computer literacy including Microsoft Office products
  • Fluent English – both verbal and written communication.
  • Proficiency in French, Italian or German.
  • Knowledge of anti-money laundering requirements would be beneficial.
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Mary O'Connor

Mary O'Connor